Method and system for measuring a customer experience in an organization

ABSTRACT

A system and method for measuring a customer experience across a plurality of business channels in an organization has been provided. The system is configured to provide insight into customer experience across business channels from data generated via social media. The social media data of the customer pertaining to the organization is acquired and cleansed to obtain the unstructured data. Using linguistic and behavioral analysis of unstructured social data, the system enables an organization to understand customer experience by a plurality of channel to market, including the relationship of the channels on customer experience. Finally, it was concluded that whether the customer expectations are matched, missed or exceeded with the organization.

CROSS-REFERENCE TO RELATED APPLICATIONS AND PRIORITY

The present application claims priority from Indian non-provisionalspecification no. 201621021654 filed on 23 Jun. 2016, the completedisclosure of which, in its entirety is herein incorporated byreferences.

TECHNICAL FIELD

The embodiments herein generally relates to the use of social media,and, more particularly unstructured data, as a method and system formeasuring a customer experience using the analysis of social mediaprofile and comments of the customer across a plurality of businesschannels

BACKGROUND

Social media is defined as “a group of Internet-based applications thatbuild on the ideological and technological foundations of Web 2.0, andthat allow the creation and exchange of user-generated content.” Socialmedia are media for social interaction Enabled by ubiquitouslyaccessible and scalable communication techniques, social mediasubstantially changes the way of communication between organizations,communities, as well as individuals.

Social media take on many different forms, including Internet forums,Weblogs, social blogs, microblogging, wikis, podcasts, photographs orpictures, video, rating, and social bookmarking. Many of these socialmedia services can be integrated via social network aggregationplatforms. Social media services focus on some or all of functionalbuilding blocks: identity, conversations, sharing, presence,relationships, reputation, and groups. These building blocks helpunderstand the engagement needs of the social media audience.

In order for an organization such as a retail bank to accurately assesscustomer experience it must measure customer expectations, taking intoaccount the channel of the interaction, for the purpose of understandingif its Meeting, Missing or Exceeding their customers overallexpectations. To date, most retail banks are taking a siloed approach tomeasuring customer experience which means that they are using differentkey performance indicators (KPIs) for different channels. Furthermore,many retail banks are measuring customer experience using traditionaldata sources and traditional analysis techniques both of which, again,are managed by each individual channel. The result of these two trendsof channel-specific assessment and traditional data/data sources—meansthat retail banks aren't getting a complete view of customer experience.The reality is that a customer's experience is comprised of the multipleinteractions with a retail bank, regardless of channel.

In social media, customers discuss their experience across allinteraction channels, which makes social data a great source formeasuring the performance of an customer experience. However, assessingcustomer experience through social media is challenging because the datais unstructured. Furthermore, the traditional approach to social mediameasurement, commonly referred to as sentiment, does not provide acomprehensive and accurate assessment of customer experience because itstrictly measures the positive/negative tone of a comment with no regardfor context. For example, if a customer were to say The ATM on 1st andWashington is down we know through context of the experience, that thebank would have missed customer expectations because the customerassumed that the ATM would be operating.

Various methods exist in the prior art for measuring the customerexperience. The limit to the prior art is that the customer experienceinsights are specific to business functions. For example, insightsrelating to agent competency focuses just on the agent channel. Insightsrelated to offer acceptance focus just on the marketing function.Furthermore, the invention is comprised of a central data fusion enginefor gathering customer service data from a plurality of sources anddelivering business insights to clients by processing the data using oneor more specific processing modules. While both structured andunstructured data is stored within the data fusion engine, the onlyanalysis conducted on the unstructured data is to determine positive ornegative customer experience which are then turned into Net PromoterScores (NPS).

Given the significance of social media and the fact that customersdiscuss experience about every channel on social media (ATM, branch,mobile app, etc.) it would be advantageous to develop techniques thatcan measure the customer experience in an organization across variousbusiness channels.

SUMMARY

The following presents a simplified summary of some embodiments of thedisclosure in order to provide a basic understanding of the embodiments.This summary is not an extensive overview of the embodiments. It is notintended to identify key/critical elements of the embodiments or todelineate the scope of the embodiments. Its sole purpose is to presentsome embodiments in a simplified form as a prelude to the more detaileddescription that is presented below.

In view of the foregoing, an embodiment herein provides a system formeasuring customer experience across a plurality of business channels inan organization. The system comprises a memory, a processor and adisplay device. The processor is in communication with the memory. Theprocessor further comprises an acquiring system, a data cleansingmodule, a linguistic analysis ontology unit and an additional linguisticanalysis ontologies unit. The acquiring system acquires a social datafrom a plurality of social media comments made for and around anorganization. The data cleansing module cleans the social data, removingduplicates, ensuring that the comments are those of customers vs. media,etc. The linguistic analysis ontology unit conducts a theme analysis onthe unstructured data to categorize into the plurality of businesschannels. The additional linguistic analysis ontologies conducts anadditional linguistic analysis to determine a plurality of channelthemes corresponding to each of the plurality of business channels. Theadditional linguistic analysis ontologies unit further conductsadditional linguistic analysis to determine customer expectationscorresponding to each of the plurality of business channels and theplurality of channel themes. The display device displays the experienceof the customer as at least one of an exceeded expectation, metexpectation and a missed expectation based on the additional linguisticanalysis.

In another aspect, an embodiment provides a processor implemented methodfor measuring a customer experience across a plurality of businesschannels in an organization. Initially a social data is acquired from aplurality of social media comments made for and around an organizationby the customer. The social data is then cleansed by the processor formaintaining the data quality. In addition, duplicates is removed, toensure that the comments are those of customers vs. media, etc. In thenext step, a linguistic analysis is conducted on the unstructured datato categorize into the plurality of business channels. Further, anadditional linguistic analysis is conducted to determine a plurality ofchannel themes corresponding to each of the plurality of businesschannels. In the next step, the additional linguistic analysis isconducted to determine customer expectations corresponding to each ofthe plurality of business channels and the plurality of channel themes.And finally, the experience of the customer is displayed on the displaydevice as at least one of an exceeded expectation, met expectation and amissed expectation based on the additional linguistic analysis.

In another embodiment, a non-transitory computer-readable medium havingembodied thereon a computer program for measuring a customer experienceacross a plurality of business channels in an organization. Initially asocial data is acquired from a plurality of social media comments madefor and around an organization by the customer. The social data is thencleansed by the processor for maintaining the data quality. In addition,duplicates is removed, to ensure that the comments are those ofcustomers vs. media, etc. In the next step, a linguistic analysis isconducted on the unstructured data to categorize into the plurality ofbusiness channels. Further, an additional linguistic analysis isconducted to determine a plurality of channel themes corresponding toeach of the plurality of business channels. In the next step, theadditional linguistic analysis is conducted to determine customerexpectations corresponding to each of the plurality of business channelsand the plurality of channel themes. And finally, the experience of thecustomer is displayed on the display device as at least one of anexceeded expectation, met expectation and a missed expectation based onthe additional linguistic analysis.

BRIEF DESCRIPTION OF THE DRAWINGS

The embodiments herein will be better understood from the followingdetailed description with reference to the drawings, in which:

FIG. 1 illustrates a block diagram for measuring a customer experienceacross a plurality of business channels in an organization according toan embodiment of the present disclosure;

FIG. 2 illustrates the hierarchy of the data according to an embodimentof the present disclosure;

FIG. 3 shows schematic representation of the plurality of themesassociated with each of the plurality of business channels, according toan embodiment of the present disclosure; and

FIG. 4 is a flowchart illustrating the steps involved for measuring thecustomer experience across a plurality of business channels in anorganization according to an embodiment of the present disclosure.

The Figures depict various embodiments of the present invention forpurposes of illustration only. One skilled in the art will readilyrecognize from the following discussion that alternative embodiments ofthe structures and methods illustrated herein may be employed withoutdeparting from the principles of the invention described herein.

DETAILED DESCRIPTION OF EMBODIMENTS

The embodiments herein and the various features and advantageous detailsthereof are explained more fully with reference to the non-limitingembodiments that are illustrated in the accompanying drawings anddetailed in the following description. The examples used herein areintended merely to facilitate an understanding of ways in which theembodiments herein may be practiced and to further enable those of skillin the art to practice the embodiments herein. Accordingly, the examplesshould not be construed as limiting the scope of the embodiments herein.

Referring now to the drawings, and more particularly to FIG. 1, wheresimilar reference characters denote corresponding features consistentlythroughout the figures, there are shown preferred embodiments and theseembodiments are described in the context of the following exemplarysystem and/or method.

According to an embodiment of the disclosure, a system 100 for measuringa customer experience across a plurality of business channels in anorganization is shown in FIG. 1. The system 100 is configured to provideinsight into customer experience across business channels from datagenerated via social media. Various embodiments of the present inventionperform channel based analysis on customer expectations collected viasocial media. The system 100 takes organizational data from varioussources and social media data. In an embodiment, the invention isproposed for retail banking. Though it should be appreciated that theinvention can also be used for any other organization such as aninsurance company, or any other service providing company. It shouldalso be appreciated that the invention can also be used for other typesof unstructured data sources.

The system 100 primarily includes a memory 102, a processor 104 and adisplay device 106. The processor 104 further includes a plurality ofmodules for performing various functions in the system 100. Theprocessor 104 is in communication with the memory 102, the processor 104executes the algorithm stored in the memory 102 to perform variousfunctions. The processor 104 includes an acquiring system 108 oracquiring module 108, a data cleansing module 110, a linguistic analysisontology unit 112 and an additional linguistic analysis ontology unit114.

According to an embodiment of the disclosure, the acquiring system 108is configured to acquire a social data from a plurality of social mediareferences to an organization—these are references that a customer mayuse when referring to an organization, which doesn't always adhere toproper social handles. For example, Fifth Third bank's proper Twitterhandle is @FifthThird but customers may refer to is at “FifthThird,#FifthThird, 5/3^(rd), #5/3^(rd), @5/3^(rd)” All of the interactionsused by customers to refer to a brand must be built. The social data istaken from at least one of a Facebook, LinkedIn, Twitter, Myspace,Instagram, Quora, blogsite and Google profile of the organization. Itshould be appreciated the data can also be taken from any other socialmedia website. The data cleansing module 110 is configured to clean thesocial data acquired by the acquiring system 108.

According to an embodiment of the disclosure, the linguistic analysisontology unit 112 is configured to conduct a theme analysis on theunstructured data to categorize into the plurality of business channels.The plurality of business channels are chosen depending on the type oforganization. Further, the additional linguistic analysis ontologiesunit 114 is configured to conduct an additional linguistic analysis todetermine a plurality of channel themes corresponding to each of theplurality of business channels. The invention determines the primaryplurality of themes contained within the unstructured data which iscompletely contingent on what the customer has written in the socialdata, i.e., it's not a pre-existing categorization of terms. Theadditional linguistic analysis ontologies unit 114 further configured toconduct additional linguistic analysis to determine customerexpectations corresponding to each of the plurality of business channelsand the plurality of channel themes.

According to an embodiment of the disclosure, the display device 106 isconfigured to display the experience of the customer. The customerexperience can be as at least one of an exceeded expectation, metexpectation and a missed expectation based on the additional linguisticanalysis. The system 100 assess customer experience across all businesschannels and analyzes unstructured data beyond sentiment to determinethe customer expectation. The display device 106 is further configuredto display additional information as per the requirement of the user.

According to an embodiment of the disclosure, a framework has beendesigned to categorize unstructured data into customer experiencecriteria and expectations by business channel. FIG. 2 illustrates thehierarchy in accordance with an embodiment of the present disclosure.The framework is comprised of more than 4,000 linguistic and behavioralrules that categorize unstructured social data. The framework isdesigned in a hierarchy to show parent/child relationship among threeareas, i.e., a plurality of business channels, a plurality of channelthemes and the customer expectations.

According to an embodiment of the disclosure, the system 100 isexplained in detail with the help of retail banking industry. As shownin the FIG. 3, based on the theme analysis performed on the unstructureddata by the linguistic analysis ontology unit 112 a plurality ofchannels are identified. Theme analysis identifies the plurality ofchannels through which the customer can interact with the bank. Thisresults in generation of 5 channels for the retail bank as follows:Channel A as mobile application, channel B as online banking, channel Cas ATM, channel D as Branch and channel E as call center. It should beappreciated that for any other organization, the plurality of channelscan be less or more than the plurality of channels for the retailbanking.

Further, as shown in FIG. 3 additional linguistic analysis is performedon each of the plurality of channels to identify the plurality ofchannel themes. In the present embodiment, the plurality of channelthemes corresponding to mobile app includes issues related toaccessibility to the app, malfunctioning, download app, delete app,feature presence or feature upgrade etc. It should be appreciated thatthe system 100 is not constricted to these themes related to the mobileapp as it is a constantly changing area for customers. The plurality ofchannel themes corresponding to the online banking includes issuesrelated to malfunctioning of the website, online support, onlinecommunity etc. It should be appreciated that the system 100 is notconstricted to these themes related to the online banking as it is aconstantly changing area for customers.

The plurality of channel themes corresponding to ATM includes issuesrelated to location of the ATM, features of ATM, malfunctioning ATM,drive-up, Line/or waiting in the ATM etc. It should be appreciated thatthe system 100 is not constricted to these themes related to the ATM asit is a constantly changing area for customers. The plurality of channelthemes corresponding to branch banking includes issues related toteller, banker, general staff of the bank, hours of bank operation,location, line/wait etc. It should be appreciated that the system 100 isnot constricted to these themes related to the branch banking as it is aconstantly changing area for customers. The plurality of channel themescorresponding to call center includes issues related to customerservice, received call or text, multiple calls, failed calls, issueresolution etc. It should be appreciated that the system 100 is notconstricted to these themes related to the call center as it is aconstantly changing area for customers.

Further, according to an embodiment of the invention, the additionallinguistic analysis is performed once again to determine customerexpectations corresponding to each of the plurality of business channelsand the plurality of channel themes. The customer expectations can beeither ‘Met’, ‘Missed’ or ‘Exceeded’. The same is determined for each ofthe plurality of business channels and each of the plurality of channelthemes. This information can be displayed on the display device 106 orscreen. The display device 106 can be customized as per the requirementof the user. The display device 106 can show how each channel (Branch,Online, Call Center, App and ATM) is Exceeding, Meeting or MissingCustomer Expectations for a specific bank in the graphical form

Further, the system 100 relates to measuring holistic customerexperience, not all findings generate a recommendation that an agent cansimply offer the customer to improve his/her experience. For example,the present embodiment illustrates that a criteria driving customerexperience within an ATM channel is the proximity of the ATM to thecustomer. An agent cannot simply extend an offer of a closer ATM to thecustomer.

In operation, a flowchart 200 illustrating the steps involved formeasuring the customer experience across the plurality of businesschannels in the organization is shown in FIG. 4. Initially at step 202,a social data of the customer is acquired from a plurality of socialmedia references to an organization—these are references that a customermay use when referring to an organization, which doesn't always adhereto proper social handles. Generally the social data is taken from atleast one of a Facebook, LinkedIn, Twitter, Myspace, Instagram, Quora,blogsite and Google profile of the customer. It should be appreciatedthe data can also be taken from any other social media website.

At step 204, the social data of the customer is cleansed by the datacleansing module 110 present in the processor 106. The data cleansing isperformed to maintain the data quality. In various examples, the datacleansing may include correcting spelling mistakes or grammatical error,changing the slang language with formal language, for example, changing“u” with “you”. After the data cleansing the data obtained isunstructured data.

At step 206, the linguistic analysis is performed on the unstructureddata using the linguistic analysis ontology unit 112. The linguisticanalysis categorizes the unstructured data into the plurality ofbusiness channels corresponding to the organization. At step 208, theadditional linguistic analysis is performed by the additional linguisticanalysis ontologies unit 114. The additional linguistic analysisdetermines the plurality of channel themes corresponding to each of theplurality of business channels, which were determined in the previousstep. At step 210, the additional linguistic analysis is performedfurther to determine customer expectations corresponding to each of theplurality of business channels and the plurality of channel themes. Andfinally at step 212, the experience of the customer is displayed on thedisplay device 106. The experience of the customer can be expressed asat least one of an exceeded expectation, met expectation and a missedexpectation based on the additional linguistic analysis.

According to various embodiments of the present disclosure, the system100 provides various benefits. The system 100 decreases the time spentassessing multichannel data housed in various data sources. The system100 improves visibility of reports by developing application on thecustomer's existing enterprise platform, such as Salesforce. The system100 further increases relevance of insights by building custom dataobjects specifically designed for the clients business. The system 100decreases time required to format and perform quality assurance on rawdate from days to hours using an automated data cleansing scriptresponsible for data parsing, category parsing, geo-mapping andduplicate removal. The system 100 speeds up the time to resolutionthrough direct integration with enterprise. The system 100 also allowsusers to quickly open service tickets that can be tracked from problemthrough to resolution. Increases the time to value of insights areas foractions direct integration with Enterprise Collaboration systemsallowing cross functional teams to discuss trends and identifysolutions. Finally the system 100 increases speed of report availabilityfrom days to hours by leveraging system APIs for automated data loads.

According to an embodiment of the disclosure, the system 100 can also bedesigned for of comparing the customer experience measured for more thanone organizations. In the case, the system 100 can analyze the datacollected from plurality of organizations and display it on the displaydevice how each channel is Exceeding, Meeting or Missing CustomerExpectations across each of the plurality of organizations.

The written description describes the subject matter herein to enableany person skilled in the art to make and use the embodiments. The scopeof the subject matter embodiments is defined by the claims and mayinclude other modifications that occur to those skilled in the art. Suchother modifications are intended to be within the scope of the claims ifthey have similar elements that do not differ from the literal languageof the claims or if they include equivalent elements with insubstantialdifferences from the literal language of the claims.

The embodiments of present disclosure herein addresses unresolvedproblem of measuring customer experience. The embodiment, thus providesthe system and method for measuring the customer experience across theplurality of business channels in the organization.

It is, however to be understood that the scope of the protection isextended to such a program and in addition to a computer-readable meanshaving a message therein; such computer-readable storage means containprogram-code means for implementation of one or more steps of themethod, when the program runs on a server or mobile device or anysuitable programmable device. The hardware device can be any kind ofdevice which can be programmed including e.g. any kind of computer likea server or a personal computer, or the like, or any combinationthereof. The device may also include means which could be e.g. hardwaremeans like e.g. an application-specific integrated circuit (ASIC), afield-programmable gate array (FPGA), or a combination of hardware andsoftware means, e.g. an ASIC and an FPGA, or at least one microprocessorand at least one memory with software modules located therein. Thus, themeans can include both hardware means and software means. The methodembodiments described herein could be implemented in hardware andsoftware. The device may also include software means. Alternatively, theembodiments may be implemented on different hardware devices, e.g. usinga plurality of CPUs.

The embodiments herein can comprise hardware and software elements. Theembodiments that are implemented in software include but are not limitedto, firmware, resident software, microcode, etc. The functions performedby various modules described herein may be implemented in other modulesor combinations of other modules. For the purposes of this description,a computer-usable or computer readable medium can be any apparatus thatcan comprise, store, communicate, propagate, or transport the programfor use by or in connection with the instruction execution system,apparatus, or device.

The medium can be an electronic, magnetic, optical, electromagnetic,infrared, or semiconductor system (or apparatus or device) or apropagation medium. Examples of a computer-readable medium include asemiconductor or solid state memory, magnetic tape, a removable computerdiskette, a random access memory (RAM), a read-only memory (ROM), arigid magnetic disk and an optical disk. Current examples of opticaldisks include compact disk-read only memory (CD-ROM), compactdisk-read/write (CD-R/W) and DVD.

A data processing system suitable for storing and/or executing programcode will include at least one processor coupled directly or indirectlyto memory elements through a system bus. The memory elements can includelocal memory employed during actual execution of the program code, bulkstorage, and cache memories which provide temporary storage of at leastsome program code in order to reduce the number of times code must beretrieved from bulk storage during execution.

Input/output (I/O) devices (including but not limited to keyboards,displays, pointing devices, etc.) can be coupled to the system eitherdirectly or through intervening I/O controllers. Network adapters mayalso be coupled to the system to enable the data processing system tobecome coupled to other data processing systems or remote printers orstorage devices through intervening private or public networks. Modems,cable modem and Ethernet cards are just a few of the currently availabletypes of network adapters.

A representative hardware environment for practicing the embodiments mayinclude a hardware configuration of an information handling/computersystem in accordance with the embodiments herein. The system hereincomprises at least one processor or central processing unit (CPU). TheCPUs are interconnected via system bus to various devices such as arandom access memory (RAM), read-only memory (ROM), and an input/output(I/O) adapter. The I/O adapter can connect to peripheral devices, suchas disk units and tape drives, or other program storage devices that arereadable by the system. The system can read the inventive instructionson the program storage devices and follow these instructions to executethe methodology of the embodiments herein.

The system further includes a user interface adapter that connects akeyboard, mouse, speaker, microphone, and/or other user interfacedevices such as a touch screen device (not shown) to the bus to gatheruser input. Additionally, a communication adapter connects the bus to adata processing network, and a display adapter connects the bus to adisplay device which may be embodied as an output device such as amonitor, printer, or transmitter, for example.

The preceding description has been presented with reference to variousembodiments. Persons having ordinary skill in the art and technology towhich this application pertains will appreciate that alterations andchanges in the described structures and methods of operation can bepracticed without meaningfully departing from the principle, spirit andscope.

What is claimed is:
 1. A method for measuring a customer experienceacross a plurality of business channels in an organization, the methodcomprising processor implemented steps of: acquiring by the processor, asocial data from a plurality of social media references that thecustomer considered when referring the organization; cleansing by theprocessor, the social data for maintaining the data quality bycorrecting spelling mistakes, changing a slang language with a formallanguage to obtain an unstructured data, and ensuring measurement is ofcustomer conversation not promotions or media, thereby decreasing timerequired to format and perform quality assurance on raw data from daysto hours using an automated data cleansing script responsible for dataparsing, category parsing, geo-mapping and duplicate removal; conductingby a natural Language Processing Tool, a linguistic analysis on theunstructured data to categorize into the plurality of business channelsthrough which the customer interacted with the organization, wherein theplurality of business channels includes a mobile application, an onlinebank, an Automated Teller Machine (ATM), a bank branch, and a callcenter; conducting by the processor, an additional linguistic analysisto determine a plurality of channel themes contained within theunstructured data corresponding to issues faced by the customerincluding a location of the ATM, malfunctioning of the ATM whileaccessing the ATM and also includes issues related to customer service,received call or text, multiple calls, failed calls, an issue resolutionwhile accessing the call center; conducting by the processor, theadditional linguistic analysis to determine customer expectations byanalyzing the unstructured data beyond sentiment corresponding to eachof the plurality of business channels and the plurality of channelthemes, wherein the unstructured data is categorized by a frameworkdesigned in a hierarchy to show parent and child relationships among theplurality of business channels, the plurality of channel themes, and thecustomer expectations, wherein a criterion that drives the customerexperience is considered in accordance with the issues faced by thecustomer while accessing the business channel; providing by theprocessor, the experience of the customer as at least one of an exceededexpectation, met expectation and a missed expectation based on theadditional linguistic analysis on a display device; and comparing by theprocessor, data pertinent to the experience of the customer collectedfrom multiple organizations and displaying a progress of each channelwith respect to the at least one of exceeding expectation, meetingexpectation, missing expectation across each of the multipleorganizations on the display device.
 2. The method of claim 1, whereinthe organization is a retail bank.
 3. The method of claim 1 furthercomprising the step of comparing the customer experience measured formore than one organizations.
 4. A system for measuring a customerexperience across a plurality of business channels in an organization,the system comprising: a memory; a processor in communication with thememory, the processor is configured to, acquire a social data from aplurality of social media references that the customer considered whenreferring the organization; clean the social data by correcting spellingmistakes, changing a slang language with a formal language to obtain anunstructured data, and ensuring measurement is of customer conversationnot promotions or media, thereby decreasing time required to format andperform quality assurance on raw data from days to hours using anautomated data cleansing script responsible for data parsing, categoryparsing, geo-mapping and duplicate removal; conduct a theme analysis onthe unstructured data to categorize into the plurality of businesschannels through which the customer interacted with the organization,wherein the plurality of business channels includes a mobileapplication, an online bank, an Automated Teller Machine (ATM), a bankbranch, and a call center; conduct an additional linguistic analysis todetermine a plurality of channel themes contained within theunstructured data corresponding to issues faced by the customer includesa location of the ATM, malfunctioning of the ATM while accessing the ATMand includes issues related to customer service, received call or text,multiple calls, failed calls, an issue resolution while accessing thecall center; and conduct additional linguistic analysis to determinecustomer expectations by analyzing the unstructured data beyondsentiment corresponding to each of the plurality of business channelsand the plurality of channel themes, wherein the unstructured data iscategorized by a framework designed in a hierarchy to show parent andchild relationships among the plurality of business channels, theplurality of channel themes, and the customer expectations, wherein acriterion that drives the customer experience is considered inaccordance with the issues faced by the customer while accessing thebusiness channel; a display device displaying the experience of thecustomer as at least one of an exceeded expectation, met expectation anda missed expectation based on the additional linguistic analysis;wherein the processor is further configured to, compare data pertinentto the experience of the customer collected from multiple organizations;and wherein the display device displays a progress of each channel withrespect to the at least one of exceeding expectation, meetingexpectation, missing expectation across each of the multipleorganizations.
 5. The system of claim 4 further comprises a database forstoring the acquired social data.
 6. A non-transitory computer-readablemedium having embodied thereon a computer program for measuring acustomer experience across a plurality of business channels in anorganization, the method comprising: acquiring by the processor, asocial data from a plurality of social media references that thecustomer considered when referring the organization; cleansing by theprocessor, the social data for maintaining the data quality bycorrecting spelling mistakes, changing a slang language with a formallanguage to obtain an unstructured data, and ensuring measurement is ofcustomer conversation not promotions or media, thereby decreasing timerequired to format and perform quality assurance on raw data from daysto hours using an automated data cleansing script responsible for dataparsing, category parsing, geo-mapping and duplicate removal; conductingby a natural Language Processing Tool, a linguistic analysis on theunstructured data to categorize into the plurality of business channelsthrough which the customer interacted with the organization, wherein theplurality of business channels includes a mobile application, an onlinebank, an Automated Teller Machine (ATM), a bank branch, and a callcenter; conducting by the processor, an additional linguistic analysisto determine a plurality of channel themes contained within theunstructured data corresponding to issues faced by the customer includesa location of the ATM, malfunctioning of the ATM while accessing the ATMand includes issues related to customer service, received call or text,multiple calls, failed calls, an issue resolution while accessing thecall center each of the plurality of business channels; conducting bythe processor, the additional linguistic analysis to determine customerexpectations by analyzing the unstructured data beyond sentimentcorresponding to each of the plurality of business channels and theplurality of channel themes, wherein the unstructured data iscategorized by a framework designed in a hierarchy to show parent andchild relationships among the plurality of business channels, theplurality of channel themes, and the customer expectations, wherein acriterion that drives the customer experience is considered inaccordance with the issues faced by the customer while accessing thebusiness channel; providing by the processor, the experience of thecustomer as at least one of an exceeded expectation, met expectation anda missed expectation based on the additional linguistic analysis on adisplay device; and comparing by the processor, data pertinent to theexperience of the customer collected from multiple organizations anddisplaying a progress of each channel with respect to the at least oneof exceeding expectation, meeting expectation, missing expectationacross each of the multiple organizations on the display device.
 7. Themethod of claim 1, wherein the display device is customized as per therequirement of a user.
 8. The method of claim 1, wherein the displaydevice shows progress of each business channel as exceeding, meetingexpectation, missing expectation for the organization in a graphicalform.
 9. The method of claim 3, wherein the display device showsprogress of each business channel as exceeding, meeting expectation,missing expectation across each of the organizations.
 10. The system ofclaim 4, wherein the display device is customized as per the requirementof a user.
 11. The system of claim 4, wherein the display device showsprogress of each business channel as exceeding, meeting expectation,missing expectation for the organization in a graphical form.
 12. Thesystem of claim 4, wherein the display device shows progress of eachbusiness channel as exceeding, meeting expectation, missing expectationacross a plurality of organizations.